V2 Rubric Detail — f7d00108-6058-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:04
Duration
22m 3s
Contact
Carole
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132614
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Laptop Can't Connect_MR7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.2% (+1.2)

V2 Grader Summary

The agent demonstrated ownership and applied some correct technical guidance but failed to resolve the issue due to omission of a known, necessary tool — the direct UI URL workaround for error 2298. Communication lacked empathy and adaptation, and no clear next steps were set, resulting in an ownership gap despite ongoing effort.

V1 Case Analysis

Customer unable to access router admin UI; advised to use admin password, recovery key, and try incognito/alternate browsers. No resolution achieved; call drifted to unrelated topics.

Troubleshooting Steps
  • Guided customer to navigate to `http://myrouter.local`
  • Explained how to bypass the certificate warning
  • Suggested using the default admin password (`admin`) and the recovery key
  • Recommended trying Chrome incognito or a different browser
  • Suggested reinstalling the Linksys app
Key Observations
  • Agent never obtained the router model or serial number.
  • Call drifted to unrelated topics (TV signal, node placement) without resolving the login issue.
  • Agent provided incorrect information about admin password requirements.
  • Customer was left without a confirmed solution or clear next steps.
Positive Highlights
  • Provided correct URL (`myrouter.local`) and explained the certificate warning.
  • Suggested using incognito mode and alternative browsers, which aligns with KB guidance.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial, warranty).
  • Introduced off-topic troubleshooting (TV signal, node placement) that did not address the login problem.
  • Incorrectly stated that the admin password requires a special character, contradicting the KB.
  • Did not verify whether the admin password had been changed before suggesting the default.
  • Did not set a concrete follow-up or escalation plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still receives '2298 unexpected error' and cannot log in; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through browser access, security warning, admin password attempt, recovery key retrieval, and incognito mode — but failed to identify the router model or apply the direct UI URL workaround for blank screen issues, which is documented in universal_admin_ui_blank_screen_workaround.md.
R3 Partially Met Correct resolution path conf 82%
Agent pursued local browser access and password reset path, which is appropriate, but did not verify if the issue was model-specific (e.g., SPNM series) or consider the non-destructive recovery key method fully, nor did they confirm warranty status or escalate when stuck.
Technical Accuracy
T1 Partially Met Technically accurate info conf 78%
Agent identified symptoms (security warning, login failure, error 2298) but did not ask key diagnostic questions such as router model, firmware version, or whether the issue occurred on multiple devices — critical for determining if it's a client-side or server-side issue.
T2 Not Met Appropriate tools / resources used conf 90%
The customer encountered error 2298 — a known issue tied to UI loading problems. According to universal_admin_ui_blank_screen_workaround.md, the direct URL http://192.168.1.1/ui/local/dynamic/index.html resolves this. Agent did not use or suggest this tool, which was necessary and appropriate for the scenario.
T3 Met No misinformation conf 92%
Agent correctly explained that router admin password differs from Wi-Fi password and may require special characters; no materially incorrect technical information was provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and attempted transitions, but failed to set clear expectations, summarize progress, or manage the customer’s frustration effectively when the issue persisted.
C2 Partially Met Confirmed understanding conf 78%
Agent used plain language and avoided jargon, but did not adapt tone or pacing in response to customer’s visible frustration (e.g., 'I hate when I can't just...', 'Damn it'), nor consistently confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the case throughout, performed multiple troubleshooting attempts, and did not transfer or abandon the customer.
O2 Not Met Proactive follow-through conf 90%
No specific next step, timeline, or follow-up plan was established. Agent only suggested trying again later without offering a concrete solution or escalation path.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be a first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted at this point — agent was still actively troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not acknowledge customer’s frustration, repeated effort, or emotional state; responses remained procedural despite customer expressing annoyance and confusion.
X2 Not Met Tone & rapport conf 82%
Agent failed to adjust communication style or pace despite customer’s growing frustration and confusion; continued with same approach even after multiple failed attempts.
X3 Not Met Overall experience conf 84%
Customer had to repeatedly fetch physical items (recovery key), reinstall apps, and retry steps unnecessarily; agent could have reduced effort by guiding to the direct UI workaround earlier.
Call Transcript32 turns · 37 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Okay. Um, hello, Ms. Carol. Okay, uh, thank you so much, by the way, for um picking up the call. So uh are you able to open the Linksys app right now? Um what password is it asking for? Is it asking for a router password? Ah, yeah, do you have an option there, ma'am, to click on for local access on the app? Um, do you select [silence] yes there?
00:00
Speaker 2
Hello, um, yes, bye, um, yeah, I'm having a little bit of trouble with Alaska for the password, which I have written down and it's not taking it, I don't know why, I didn't. No, it's saying email address and password, which I have written down, but it's not working. Not working? Um, no, it's saying choose a way to log in. [silence]
00:00
Speaker 1
Okay, so it seems like the app is not recognizing your internet connection, but... okay. Can we not use the app, Miss Carol? Since your Chromebook is already connected, right? Okay, can we use your Chromebook and open the browser?
02:00
Speaker 2
Oh. All right. Oh. All right. Oh. All right. Oh. All right. Oh. All right. Oh. All right. Oh. So it's got me on a screen that says one open your phone settings find and tap on wifi. Two open your wifi list, select your router's wifi name and enter your wifi password. Am I supposed to be here?
02:00
Speaker 1
Okay, and then on the, URL bar, type in HTTP colon forward, forward slash, forward slash, my router.local. Do you have an option to click on continue. [silence]
03:00
Speaker 2
yep [silence] yep [silence] yep [silence] yep. why am I getting a warning when I try to access my router settings in a browser? [silence] No, it says your connection is not private. Why am I seeing this? Do I have a whole? Okay, way down the bottom.
03:00
Speaker 1
Okay, just uh click on proceed ma'am. Continue. um advance. Click on advance, and then proceed. Continue. Okay. Keep your wi fi handy and then do you have an option to click on a sentence that says continue to link to smart wi fi?
04:00
Speaker 2
it says your connection is not private but whatever. I've never seen this before. it says either advanced or back to safety this server could not prove that it is my router. There is no facility. It says the server could not proof that it is my router dot local. The security certificate is not trusted. What the hell does that mean? So I'm on-screen that says keep your wifi handy. I don't know.
04:00
Speaker 1
okay click on that one click on continue to link us a smart wifi and then it will ask for a router password or it will say access router uh... you can try using it uh... it's not accepting the password that uh... you have uh... uh...
05:00
Speaker 2
Yeah. Do I enter the password I have? Why would? No, it says try again.
05:00
Speaker 1
Can you try to use the word admin, Miss Carol, please?
06:00
Speaker 2
and 27 seconds still says incorrect. Now let's try again in five minutes. [silence]
06:00
Speaker 1
Okay, then it will ask for the recovery key. So get the recovery key information from the main router that is connected to your T-Mobile gateway with the ethernet cable.
07:00
Speaker 2
yep. [silence] all right I had to go upstairs for that.
07:00
Speaker 1
yeah, probably the password that you create and is only for the wi-fi password. And this router password is actually kind of different with your wi-fi password. It really requires for a special character. So please include a special character.
08:00
Speaker 2
Oh, see, it's asking for a special character. When I set this up, I didn't have to think that I didn't have to put a special character in. Is that why? Oh. I've never had to do this before, but I didn't have to do this before, so, so this is a change, and I just Okay. Oh, man. I hate when I can't just... I'm never gonna remember this because I can't pick what I want it to be. Damn it. Two, three, four, five, six, seven.
08:00
Speaker 1
2298a. Oh, one moment, ma'am, let me just go ahead and check on that error message, okay? Give me one second. Okay, 2298 error.
10:00
Speaker 2
one, two, three, four, five, six, seven.
10:00
Speaker 1
Yes. Yes. Okay. Yes. So yeah, so today, we are going to play climb the mountain game. Okay. Um, Ma'am, what browser are you using right now by the way? Okay. Chrome. Uh, can you try using a different browser? Okay. Okay. Chrome is the only browser that you have. Can you open an incognito window? Okay, let's do that. Hmm.
11:00
Speaker 2
[silence] Chrome. I don't have a different browser on this god damn thing. [silence]
11:00
Speaker 1
Now, a private browser from Chrome. Okay, let's try that one. Um on the URL bar, type in the same information. The http colon forward slash forward slash my router.locorrror -r l l. [silence] Mhm.
12:00
Speaker 2
Yep. Okay. my router welcome. Why am I getting a warning when I try to access my router. Okay, so I go down to continue. [silence] My router welcome. Why am I getting a warning [silence]
12:00
Speaker 1
Yes click on continue to link to smart Wi-Fi and then go directly to reset password them yes
13:00
Speaker 2
keep your wife handy. Continue to wait, I'll go back and get the, uh, the keys. [silence] it still says two two nine eight unexpected
13:00
Speaker 1
Okay, so regarding that one, Ma'am, I think there is actually an ongoing update, especially with some routers. So regarding with the access of the Linksys router settings, so there are actually some reports that they are encountering the same issue on what you are actually encountering right now, so that's why I'm asking you.
15:00
Speaker 2
[silence] Why is this doing this now? This worked with the new gateway for a for a week without any of this coming up, why is this happening now? [silence]
15:00
Speaker 1
to use a different browser, because it can might actually like a, um, help. Mhm, Mhm. Mhm. Mhm. Thanks. All right, so I already explained earlier. So there is an ongoing update regarding with how we access the router settings of Linksys. So, some calls that are coming in right now, some customers are really also experiencing the same issue. So, here is like exactly the thing, Carol, that I actually want to check from the Linksys app or maybe from the web browser. I actually want to check if how far or, you know, the distance of this TV and which connection the TV is actually like, you know, getting the signal from. Is it getting the signal from the parent node, from the parent directly or from the child node? Because there is actually a possibility that the TV is getting the signal directly from the parent, which can definitely cause an issue. Yeah. As what you have mentioned, the parent is as too far from the TV because it's on the second floor. And it should be connected to the child node. Which is on the first floor. So, that's why we need to check on which router the TV is connecting. And which router your Chrome Book is connecting. Like, check that. Yeah. So, for us to do that one and for us to check that we need to login into the app or to access the linksys router setting on the web browser. So, have you already changed the router password? Same error with the with the. With the in [silence]
16:00
Speaker 2
Great. Yup. All right, how do we do that? No, it didn't go through because it says unexpected error. [silence]
18:00
Speaker 1
Okay. Can you uninstall the app, Carol, please? Can we give it another try, please? That's a good. Um, let's... Uh huh. Let's see. Uh huh. For that one, they don't want to use the email is no longer being supported. So, can we use the router access option or use the router password?
19:00
Speaker 2
So, yes. On the... on the... computer. I already uninstalled and reinstalled the app, but it's not letting me in. So when it says... alright. So it's entered email address. When it says password, does it mean just the old password? Is it the old link just password? Not the one I tried to create? [silence]
19:00
Speaker 1
Password. But the phone is already connected. So your link is some Wi-Fi right you confirm it earlier. okay um now that made sense why it's asking you to connect it so but yeah uh let's connect it back to the linksys router please
20:00
Speaker 2
Okay. Well, this is the one where it says, open your phone settings, find and tap on Wi-Fi. Is that what I need to do? I'm just telling you that... Yes, but that's what comes up when I press... Okay, no, the phone reverted back to the... No, wait, the phone reverted back to the T-Mobile. This is what happens. It it it flips around. It flips back and forth. I've got network and internet, Wi-Fi, I don't even, I don't know how to... All right, searching for networks. Who is asking for password? I assume this is the old one, correct, since I wasn't able to change it.
20:00